Title: Customer Service Associate Representative Address: 1640 Dallas Parkway Tentative Start: 07/13/2020 (1 year contract) Opportunity for Extension or Conversion based on performance and attendance Hours: 3-4 weeks of training, Monday - Friday -8am-4:30pm CST then will adjust based on business operational needs can range between 7am to 7pm CST
Receives and enters information gathered via telephone, fax, or internet to create initial Short Term and Long Term Disability claims, Family Medical Leaves, Workers Compensation, or Early Notification Proof of Loss form;
Ensures successful transmission of this information to the appropriate location within targeted time frames.
All activities for this position are performed under the guidance of the Team Leader, Senior Intake Specialist, and Trainer.
Day to Day:
Customer Service/Productivity 55%
Consistently meets the following metrics, as evidenced by the CMS phone reports & Intake Reports:Capable of successfully completing 35-45 intake records per day
Average Inbound Productivity Rating of 83-85% or better. (ACD Time + Avail. = Productivity)
Average hold time is less than 1 minute per call
Average Intake call time is 10 minutes or less
Average After Call Work time is less than 30 seconds per call
As measured by QA reviews and call monitoring, fosters an effective customer service delivery process by:
Returning phone calls in the same business day or within one business day
Responding to non-urgent written inquiries within three business days
Responding to urgent inquires within one business day
Maintaining accurate daily phone logs
Receiving no more than two customer complaints per quarter (internal or external).
As measured by QA Reviews, is capable of maintaining minimum accuracy standards when entering claim information (received by telephone, fax, or internet) into the Intake system.
Performs other related duties as required or requested.
Creates a group environment that encourages and promotes increased efficiency, participation and creativity.
Demonstrates the ability to report to work on time, at the beginning of each shift and work until the end of each work shift.
Demonstrates flexibility with regards to work hours/shifts in support of business needs for phone coverage.
Demonstrates flexibility when faced with changing job conditions.
Keeps senior staff informed verbally and/or in writing of any activities or problems within assigned areas of responsibility and refers matters beyond limits of authority and expertise to senior staff for direction.
Maintains a professional attitude and consistently creates a positive impression of the dept and company.
Adheres to all company or departmental policies.
Professional Development 15%
Demonstrates a complete working knowledge of the Intake system and its function.
Operates a variety of office equipment such as copy and fax machines, personal computers, software, ACD phones, printers, etc.
Seeks every opportunity to accept challenges and developmental opportunities; Actively participates in departmental learning initiatives (e.g., self-study or other course work related to the industry).
Ability to accurately type 25-30 words per minute.
Knowledge of PC operations.
Committed to meeting and exceeding the expectations of internal and external customers.
Ability to communicate information in a clear, concise and timely manner while using appropriate verbal/written channels of communication. Demonstrates excellent interpersonal skills.
Demonstrates problem-solving skills and the ability to recognize opportunities for improvement and take appropriate action when necessary.
Ability to accurately type 50 words per minute.
Bi-lingual skills a plus.
Knowledge of Workers' Compensation, Disability Claims or Family Medical Leave processing a plus.
1+ years telephone/customer service experience.
Education equivalent to a High School Diploma.
Education equivalent to a 2 Year Degree, or equivalent in related work experience.